Elements and Performance Criteria
- Contribute to the development of effective communication strategies
- Develop, promote, implement and review strategies for internal and external dissemination of information, as required, to maximise individual and organisation effectiveness
- In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
- Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
- Provide coaching in effective communication to staff as required
- Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
- Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
- Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
- Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives
- Represent the organisation to a range of groups
- Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs
- Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
- Respond to questions from the audience in a manner consistent with organisation standards
- Respect and consider differences in views in a way that values and encourages contributions of others
- Facilitate group discussions
- Define and implement mechanisms that enhance effective group interactions
- Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members
- Routinely set and follow objectives and agendas for meetings and discussions
- Provide relevant information to groups as appropriate to facilitate outcomes
- Evaluate group communication strategies to promote ongoing participation of all parties
- Identify and address the specific communication needs of individuals
- Facilitate work group interaction
- When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members
- Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
- Provide feedback in a supportive manner appropriate to individuals and the group
- Use specific communication techniques to assist in resolving conflict
- Use strategies to facilitate conflict resolution
- Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
- Use effective skills in listening, reframing, providing feedback and negotiating to support exploration and clarification of issues
- Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
- Make referral for conflict resolution and mediation as appropriate
- Produce quality written materials
- Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
- Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
- Prepare and provide appropriate and timely advice to management and clients as required
- Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training
- Conduct interviews
- In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
- Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated
- Give feedback and advice in a way which reflects current identified good practice
- Conduct interviews and formal discussions with due regard to individual differences, needs and rights
- Use appropriate complaints management, grievance and counselling procedures to deal with serious problems